"Customer Relationship Management" by Kristin L. Anderson, Carol J. Kerr

"Customer Relationship Management" by Kristin L. Anderson, Carol J. Kerr

 

Customer Relationship Management provides easy-to-apply solutions and strategies for establishing meaningful bonds with your customers and turning them into reliable, lifelong partners.
This book supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

Table of Contents
Preface
1. Customer Relationship Management Is Not an Option
2. The Customer Service/Sales Profile
3. Managing Your Customer Service/Sales Profile
4. Choosing Your CRM Strategy
5. Managing and Sharing Customer Data
6. Tools for Capturing Customer Information
7. Service-Level Agreements
8. E-Commerce: Customer Relationships on the Internet
9. Managing Relationships Through Conflict
10. Fighting Complacency: The “Seven-Year Itch” in Customer Relationships
11. Resetting Your CRM Strategy

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Carbon Management: Implications for R&D in the Chemical Sciences and Technology

Carbon Management: Implications for R&D in the Chemical Sciences and Technology

 The topic “Carbon Management: Implications for R&D in the Chemical Sciences” was selected by the Chemical Sciences Roundtable in response to concern that the chemical sciences community should be prepared to respond in the event that a policy decision might be implemented in the area of carbon management.

The workshop, entitled Carbon Management: Implications for R&D in the Chemical Sciences, brought together leaders in chemistry and chemical engineering from government, academia, and industry to gather information and explore possible roles that the chemical sciences R&D community might play in identifying and addressing underlying chemical questions that might arise if government action were taken to regulate carbon dioxide output or fossil fuel consumption.
The workshop focused not on the debate over whether we have seen anthropogenically driven climate change or what the climate change effects might be, but on how the chemical community could prepare for and react to a possible national policy of carbon management.

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